The 2012 OvertheCounter Awards Campaign has Launched!
To enter yourself/your company or to nominate a person/company then please click here.
Shortlisted candidates will be invited to the awards lunch at the House of Lords – 30th October 2012.
Full details and category information can be found in the Late Spring edition of OvertheCounter.
For more information contact us on 01892 861667 or email awards@ghpublishing.co.uk
Congratulations to the 2011 OvertheCounter Awards winners - 26-10-2011
The 2011 OvertheCounter Awards event on Tuesday, 25th October was a day to remember. Set at the prestigious House of Lords, our guests from across the animal health industry gathered to celebrate and award individuals who are delivering best practice advice and exceptional customer service.
Adam Henson, BBC presenter and farmer, presented the Awards and gave an interesting introduction about his observations on the industry and his time working on Countryfile. The event was compered by Sean Sparling, who also entertained guests at the end of the event with his magician’s routine.
Thank you to everyone who took the time to enter or nominate someone for the 2011 campaign. The standard of entries was very high and the judges’ decisions difficult.
Our winners are:
MERIAL SQP OF THE YEAR
This category is seeking to identify individuals who go the extra mile to aid the provision of best practice advice to their customers and to help support and train their colleagues to achieve the same. An extremely difficult category to judge, the panel felt there were many strong candidates this year that clearly showed their commitment to their jobs as SQPs and to the wider profession.
Winner: Karen Bevan from CPF
It is evident that Karen clearly understands the importance the SQP has in ensuring the correct product is prescribed to customers and is not afraid to refuse a sale if needs be. The panel noted that she was committed to the ongoing training of both herself and her team around you her.
Highly commended: Clare Hawes from H&C Pearce.
The judges felt that Clare used her experience gained first hand from living and working on a farm with technical knowledge gained through her SQP qualification to deliver an empathetic and trusted service to her customers.
DRONTAL C-SQP OF THE YEAR
Pet owners often lack wider understanding of the healthcare needs of their pets or are reliant on the internet for advice and product information. Our judges were looking for individuals who clearly shone out as being able to promote responsible pet care to pet owner, someone who has a good rapport with these customers and who can build and develop trust to ensure product advice and information can be given.
Winner: Gabrielle Daniels from Pets at Home
Gabrielle impressed the judges with her passion for the SQP profession and for pets. It is evident that she values the welfare of pets and her SQP role and knowledge helps her ensure this is kept at the forefront of customers’ minds. In the current economic climate, where finances are scrutinised, she also takes the time to set out the costs of using one product over another so that the customer is best advised.
Highly Commended: Sarah Liley from Jollyes
Sarah is doing a fantastic role of educating pet owner customers about parasite lifecycles even when customers are perhaps less receptive to her advice. She also uses marketing literature available to promote the key parasites customers need to be aware of to help impart that education. She is clearly passionate about pets demonstrated in her recent Pet Shop Management Course.
PMC VETERINARY NURSE OF THE YEAR
The Veterinary Nurse offers a key position in veterinary practice and store – they are often seen as the essential component to the smooth running of a practice helping with clinical support as well as acting as a buffer between the vet and the client as they convey their messages in a caring and sympathetic manner. Overall the judges were impressed at the clear dedication which came across from all entries.
Winner: Nicola Ackerman, The Veterinary Hospital Group
Nicola has produced a range of initiatives into the practice including monthly puppy and kitten clinics to ensure adequate parasite control which has helped aid loyalty in the practice. Nicola also has in depth knowledge of medications and pharmacy laws and regulations. The judges noted her wider responsibilities including being a Children’s education officer for the Blue Cross to raise awareness of caring for animals to children. She also lectures for the BVNA, BSAVA Congress and, starting later this year, will be the first RVN/C-SQP to sit on the VPC.
Highly commended: Rachael Harris from Elms Veterinary Surgery
The judges were impressed with Rachael’s clear passion for veterinary nursing and her commitment to the practice which results in her being an integral part of the team. She appreciates the value preventative measures can have on pet health and promotes routine preventative healthcare such as vaccination, worming and flea prevention, and good diet. Rachael also prides herself on keeping up to date and helping to train other vet nurses.
NORBROOK AGRICULTURAL STORE MANAGER OF THE YEAR
A manager can make the difference between a good and an excellent store. The manager’s role is to lead by example, to motivate those around them and to understand the value of teamwork. Our judges were also looking for individuals who had made, and are continuing to make, an impact on their store, their team and their customers. Obviously they need to have sound product advice but ultimately they need to have vision to drive their team forward to ensure profitability as well as customer service.
Winner: Steve Jones from Farm & Pet Place
Simple but effective things such as dropping products off on his way home, working late, and always being willing to be on the shop floor and not hidden away in the office, helps him lead by example and helps develop the trust and respect which his colleagues and customers have. His enthusiasm and dedication for his job stems from his farming background is evident. The judges also noted that under his leadership agricultural sales has increased considerably over the last six months.
Highly Commended: Bruce Williams from Mole Valley Farmers.
Bruce had a clear vision of how he can grow his store to serve his customers better. Initiatives such as giving his team one day on farm a week to engage with customers in their own environment is simple but shows his willingness to interact on a personal level with his customers. The judges were impressed at how he values his team and help to coach and mentor them. He’s also not afraid to do something a bit different as demonstrated in his time in the stocks in aid of a local charity!
ELANCO CUSTOMER CARE AWARD
Going the extra mile to ensure that excellent customer service is delivered is easy to say but in practice harder to achieve. This category was split into two – SQPs working in businesses with less than 10 retail premises and those working in businesses with more than 10 retail premises. The judges were looking for clear demonstrations of individuals who had exceeded expectation and job function to deliver outstanding service on a regular basis.
For SQPs working in businesses with less than 10 retail premises:
Winner: Malcolm Colclough from Hodges & Moss
After 35 years in agriculture, Malcolm still has the same desire to help provide his customers with the best advice possible specific to their needs. He has forged strong relationships with his local vets and is never afraid to recommend seeking veterinary advice if he believes this is the correct way forward. The judges were impressed at his continued desire to promote best practice advice and to recommend strategies to his customers to benefit their business such as flock health plans.
Highly Commended: Richard Wheeldon from GR Leigh
Richard clearly demonstrates the importance of attention to detail in ensuring good customer service coupled with his personal experience gained from his farming background. He prides himself on being on first name terms with his customers and has a welcoming attitude which makes them feel that they can come in relaxed and have a cup of tea and a chat. The judges liked his willingness to embrace new technology and cited his example of considering to use social media to keep in touch.
For SQPs working in businesses with more than 10 retail premises:
Winner: Mark Matthews of Wynnstay
With a ‘no job too small’ attitude, his customers know and appreciate that he is always there to help them. His commitment is evident in his willingness to go the extra mile whether that’s personally delivering more stretch film so that a farmer could complete his silage wrapping before the weather broke, or whether it is taking a telephone call out of hours. The judges noted his enthusiasm for his job and his commitment to exceeding customer service.
Highly Commended: Kirsteen Smith from Harbro
Kirsteen has a great rapport with both customers and colleagues and has good product knowledge which she uses to educate and advise those around her. Kirsteen is a proactive individual who believes in taking the time to understand her customers needs so that she can best advise them. The judges were impressed with your willingness to keep up to date by reading scientific papers and latest research which you pass on to your customers where relevant.
MOLE VALLEY TRADE SUPPLIER OF THE YEAR
Trade representatives have an important role in helping support the trade with training and continuous professional development, marketing advice and literature, and being a useful reference point if in doubt about a customers’ query. Our judges were looking for individuals who were using their knowledge and understanding of their products and key diseases to help educate and support the trade so that they could then use this knowledge when talking to customers at the counter.
Winner: Rob Howells from Merial Animal Health.
Rob is very supportive and popular at store level. He has wide knowledge of agriculture from animal health to nutrition. The judges were impressed with the value he places on imparting knowledge to SQPs and his ability to be able to talk to people on their own level so that they can then use that information to pass on to someone else. He also gets involved with induction training, pre-AMTRA training and CPD.
Highly Commended: Mark Dallyn from MSD Animal Health
Mark is an adaptable key account manager who is equally comfortable on farm as he is in store or at head office. The judges noted that he is a supportive rep and gets involved in CPD and general training. For instance, he combines both his experience in farming and teaching to deliver a manageable learning plan for SQPs to help them in their exams and continued learning. Mark is an all round rep who prides himself on his attention to detail and keeping those around him informed and up to date.
AHDA AWARD FOR EXCELLENCE
In an ever-changing industry, and one that is being scrutinised by Europe, it is important that we have individuals who value the role the merchant trade has in imparting correct advice to farmer, equine, companion and rural customers. The AHDA Award for Excellence now in its second year has been created for this aim. Our shortlisted individuals were truly difficult to separate – each clearly demonstrated that in this profession like many others, you can only succeed through working together with your colleagues.
Winner: Charles Behrens from H&C Pearce.
A chartered accountant by trade, Charles Behrens qualified as an SQP so that he could have first hand understanding and experience of the role of the SQP. Not many Managing Directors would go this far to empathise with their staff, but the qualification combined with his accountancy background has enabled Charles to champion the role of the SQP and to drive the professional standards of the industry forward at H&C Pearce and beyond. He has helped forge strong relationships between vets and merchants within his network and offers a viable and effective model which the industry can emulate.
STORE OF THE YEAR
Presentation, products, people – an excellent store will have each of these at the centre of everything they do – excellent presentation and layout to make the customer’s shopping experience enjoyable, excellent depth and breathe of products tailored to the specific customer base, and excellent understanding of what customers are looking for in their interaction with the store and excellent staff to deliver these requirements. As in previous years we have identified both an independent and a multiple retailer.
Winner: Multiple Retailer of the Year is West Country Feeds in association with Countrywide in Taunton
After joining the Countrywide portfolio at the end of 2009, this store, managed by Tracey Rose, embodies the importance of putting the customer first. Qualified SQPs combined with two store specialists ensure that quality of advice is offered across the board. Internal initiatives such as a Countrywide Mystery Shopper programme has seen Taunton finish top with 95% out of 45 stores nationwide. The team prides themselves on listening and reacting to their customers’ requests including researching information or getting new lines ranged. For instance, last November they re-merchandised the store and among several changes, moved the smallholder and farming range from the back to the front which in turn increased sales by 100% compared to the previous year.
Winner: Independent Store of the Year LS Smellie in Strathaven
Managed by Drew McWhinnie this family run business which is now run by Stuart, the 5th generation of Smellie’s, serves the local farming community with passion, loyalty and a forward thinking attitude. Our judges were delighted that the new premises they have expanded into has seen them embrace new and profitable avenues of business including animal health.
Part of the local community, the judges were pleased to note their interaction with the community and their commitment to the next generation of farmers. For instance, they raised over £5,000 for the Royal Highland Education Trust to help in assisting young school children to visit farms and rural businesses with the view that they will choose agricultural as their career. They also host visits from school parties to their facilities.
The geothermal heating system not only reinforces LS Smellie’s commitment to the environment it also clearly demonstrates their forward thinking attitude which will undoubtedly ensure they keep serving the needs of their customers for generations to come.
HARPER ADAMS MASTERMIND AWARD
The Mastermind Award sits apart from the other categories as it seeks individuals who really are in another league. They act as mentors in both their knowledge and how they choose to convey it. Each of our shortlisted candidates was subjected to an interview. This was to ascertain their understanding of regulatory and legislative issues and their understanding of the industry as a whole.
Winner: David Mulligan from Parklands Veterinary Clinic
David is an inspiration for the animal health industry, in his determination to set standards of training, education and service for the benefit of those around him. Working in a veterinary practice, David uses his wide knowledge to inspire those around him as to the benefits of expanding your knowledge. He is actively involved in the educational and training requirements of his SQP colleagues as well as his vets CPD and their clients. The judges were impressed with his desire to champion education and highlighted the fact that he has written and delivered specific livestock modules to farmers across Northern Ireland which are LANTRA approved.
Highly Commended: Andrew Pattison, RM Jones
Andrew’s depth and breathe of the animal health industry and key drivers for farmers is second to none. He always applies himself to promoting best practice advice to his customers and colleagues. The judges noted that Andrew really pushes himself and those around him to learn and develop their understanding further so that they are best equipped to deal with any query. His commitment to his own CPD is credible and it appears as if nothing can quench his thirst for knowledge.
Highly Commended: David Selway, Novartis Animal Health
Working in a pharmaceutical company, David is well placed to help train SQPs about parasites and diseases and convey best practice advice. His passion for the industry is evident to anyone who meets him. His desire to ensure that the industry is professional and trained is commendable. The judges were impressed with his vision of how trade representatives can support SQPs and farmers through their ongoing learning.
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